Our Returns Policy
Please note that nothing in this Returns Policy affects your statutory rights.
Returning an unwanted item?
We get it - sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, including rules about fair use. None of these affect your statutory rights. Please always check the product information section for the item you have ordered, available on our website, for details on whether the item is returnable.
You have 28 days from the day of delivery or the day the order becomes available for collection at your nominated store or collection point to return an item to us for a refund. If you've paid for delivery and return your entire order back to us within 14 days of receiving your order or it being available for collection, and it aligns with our rules about Original Condition and Fair Use, we will also refund you the cost of standard delivery fees. The refund will be issued to your original payment method.
We aim to refund you within 14 days of receiving the returned item. Please note that transit times vary by country and may take up to 21 days in some regions before your return reaches us.
If you create a return for an item during the above timeframes but you can't return it to us for some reason within the same time period due to extenuating circumstances, please get in touch - but any refund will be at our discretion.
Customers ordering to Dutch delivery addresses:
You have 14 days from the day your item was delivered or it was ready for pickup to initiate a return. Once you have started the return process, you have another 14 days to return the item.
Please note:
- If you register your return on day 1 after delivery or it is ready for collection, the item must be returned no later than day 15 after delivery or collection.
- If you register your return on day 14 after delivery or it was ready for collection, the item must be returned no later than day 28 after delivery or collection.
We aim to refund you within 14 days of receiving the returned item via the original payment method.
If you create a return for an item within the above timeframes, but for some reason you are unable to return it to us within the same period due to extenuating circumstances, please contact us – but any refunds are at our discretion.
After that?
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may elect to send it back to your default delivery address and ask you to cover the delivery costs.
Original condition
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds, including:
- Underwear if the hygiene seal is not intact or any labels have been broken.
- Swimwear if the hygiene seal is not intact or any labels have been broken.
- Pierced jewellery if the seal has been tampered with or is broken.
Of course, it's fine to try an item on like you would in a shop, but please don't wear it for longer than that. If an item is returned to us in an unsuitable condition (worn, damaged, etc.) or outside of the returns timeframe, we won't be able to give you a refund. In the event that the item will be sent back to you, you may be asked to cover the delivery costs.
All items are inspected on return. All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a full refund. In addition to the original packaging, all tags and labels should be attached (e.g. shoes should be returned with the original shoe box).
Responsibility
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back to us, please ensure that you get proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate them (it's not always possible), we may ask you to cover the delivery cost.
Fair Use
Where we suspect fraudulent activity, including but not limited to suspicious claims relating to orders not being received, items missing, ordering and returning way, waaay more than even the most loyal Topshop customer would order or where we refuse multiple returns by you (see 'When we may withhold issuing a refund'), returning items worn/used and not matching what was originally ordered, we might have to withhold issuing a refund and block your account and any associated accounts.
If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.
Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.
Want to exchange an item?
We don't offer exchanges. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour? Simply place a new order!